Program Manager - CX Insights

July 16

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Description

• Develop strategic continuous improvement engine program • Utilize data analysis for process improvement and customer experience • Translate insights into comprehensive reports • Develop reporting mechanisms for key indicators • Lead Process Excellence function within CX organization • Implement process improvements with cross-functional teams • Provide guidance and mentorship on data analysis and process improvement • Foster culture of quality and continuous improvement in Customer Service organization

Requirements

• Black Belt certification in Lean Six Sigma or equivalent • Minimum 5 years experience in customer service analytics, insights, or quality assurance roles • Strong analytical skills • Proficiency in SQL, Excel, and statistical analysis software • Experience driving process improvements • Excellent communication and presentation skills • Strong project management skills • Track record of driving improvements in customer service operations • Experience in a fast-paced, dynamic environment

Benefits

• Target annual salary range • Target bonus • Target equity • Medical, dental, vision benefits • 401(k) retirement plan